Complaints Investigator

Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust; Doncaster; On-site; GBP 35,000 - 42,000; Full time

Benefits offered by this job

NHS Pension Scheme

Generous holiday entitlement

Health and wellbeing support

NHS Car Lease

Discounts on restaurants & getaways

Job summary

Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust is seeking an experienced Complaints Investigator/Coordinator to join the Patient Complaints and Feedback Team. You will lead investigations of patient complaints across clinical and operational areas, ensuring issues are handled fairly, thoroughly and in line with NHS Complaints Regulations and Trust policies.

The post requires independent caseload management, evidence gathering, liaison with patients, families and staff, and the

Responsibilities

• Investigate complex patient complaints with independence and sensitivity.
• Gather and analyse evidence, review records and identify learning opportunities.
• Prepare high-quality reports and responses for the Chief Executive.
• Liaise with patients, families and multidisciplinary teams to address concerns.
• Support service improvement by translating feedback into changes.

Job description

An exciting opportunity has arisen for an experienced and motivated Complaints Investigator/Coordinator to join the Patient Complaints and Feedback Team at Doncaster and Bassetlaw Teaching Hospitals NHS Foundation Trust.

Working closely with clinical and operational teams across the Trust, you will lead the investigation of patient complaints, ensuring concerns are managed fairly, thoroughly and in line with NHS Complaints Regulations, Trust policies and the Parliamentary and Health Service Ombudsman Principles of Good Complaint Handling.

You will independently manage a caseload of complex and sensitive complaints, gathering and analysing evidence, undertaking investigations, identifying learning opportunities and preparing high-quality reports and responses on behalf of the Chief Executive. The role requires excellent communication skills and the ability to build positive relationships with patients, families and multidisciplinary teams.

As a key member of the Patient Experience team, you will support a culture of openness, learning and continuous improvement by translating feedback and complaint outcomes into meaningful service improvements that enhance patient safety and experience.

This role would suit an individual with strong investigative skills, experience of complaints handling or governance, excellent report‑writing abilities and the confidence to work autonomously while influencing and supporting teams across the organisation, The Complaints Investigator will manage a caseload of patient complaints and concerns, ensuring investigations are conducted thoroughly, sensitively and in line with NHS Complaints Regulations, Trust policies and national guidance.

Key responsibilities include investigating complex complaints, gathering and analysing evidence, reviewing records, identifying learning and preparing high-quality response reports. The post holder will liaise with patients, families and staff to ensure concerns are understood and addressed effectively.

Working with clinical and corporate teams, the role will support timely complaint resolution, identify themes and trends, promote learning from feedback and contribute to service improvements. The post holder will provide advice on complaints handling, support cases escalated to external bodies, maintain accurate records and contribute to performance reporting.

The successful candidate will have excellent communication, investigation and report‑writing skills, with the ability to analyse information and manage sensitive situations professionally. Experience of complaints handling, investigations, governance or patient experience is desirable. Candidates should be organised, analytical, able to prioritise workloads, work independently and build effective relationships with patients, clinicians and managers. A commitment to patient-centred care and continuous improvement is essential.

DBTH is one of Yorkshire's Leading acute trusts, serving a population of more than 440,000. Our services are based over three main hospital sites and several additional services employing over 7,000 colleagues.

At DBTH we have a comprehensive framework of behaviours that guide us in our daily working lives, these form the DBTH Way. We pride ourselves on our commitment to the values of We Care and now the DBTH Way builds upon these foundations, providing further clarification on what it means to embody these values in our everyday interactions.

As an organisation that supports flexible working, we want to be sure that you can work in a way that is best for us and for our patients, and for you. Speak to us about how we might be able to accommodate a flexible working arrangement. If it works for the service, we will do our best to make it work for you.

As an equal opportunities employer, we encourage applicants from all sectors of the community, particularly from under-represented groups including those with disabilities, members of our ethnic minorities and LGBTQ+ communities.

We offer a range of benefits to support our people including:

• Extensive range of learning opportunities


• NHS Pension Scheme


• Generous holiday entitlement in line with Terms & Conditions


• Comprehensive health and wellbeing support


• NHS Car Lease schemes and a range of salary sacrifice scheme


• Discounts on restaurants, getaways, shopping and finance through external providers.